Business Support Engineer

Who we are

Born in 2014, Yoti is a digital identity and biometric technology company that makes it safer for people to prove who they are. The Yoti app was designed with privacy at its core, giving people a secure way to prove their identity and share third-party credentials with organisations and other people

.Today, we have over twenty million app downloads around the world. We've expanded our offering to a suite of business solutions that span identity verification, age verification and estimation, e-signing, AI anti-spoofing technologies and we continue to think of innovative new offerings

.From day one, we've been working to fix an outdated identity system. This is not a journey we make on our own but with policy advisors, think tanks, researchers, academics, humanitarian bodies, our users and everyday people. We are committed to solving identity problems through grassroots research and social purpose initiatives

.
Purpose of the Role: Assist Yoti's clients and business partners by providing timely, effective 2nd line support with queries, troubleshooting issues, and delivering guidance on the use of Yoti's products and services. Act as a key point of contact for client support, ensuring a positive experience and helping clients maximize the value of Yoti solution

s.
Role Dimensions: Part of the Client Services department, working closely with Product, BI (Business Intelligence), and Operations teams. Member of the Solutions te

am.
Principal Responsibilit

• ies:
  Respond promptly and professionally to client support queries via Salesforce, Slack, and E
• mail.Diagnose, troubleshoot, and resolve technical and non-technical issues related to Yoti's products and serv
• ices.Guide clients through best practices and provide clear, actionable instructions to maximise product v
• alue.Escalate complex issues to relevant internal teams, ensuring timely resolution and clear communica
• tion.Maintain accurate records of support interactions and resolutions in Salesf
• orce.Participate in client meetings and video calls as needed to discuss issues, provide guidance, or deliver sup
• port.Contribute to and update support documentation, FAQs, and knowledge base arti
• cles.Analyse support trends to proactively drive process improvements in collaboration with the

team.
Knowledge, Skills, Qualifications and Exper

• ience:
  3-4 years of experience in a client-facing support or technical support role, ideally within a SaaS or technology envir
• onment.Familiarity with web technologies (HTML, CSS, JavaScript), REST APIs, and authentication protocols (e.g.,
• OAuth).Experience troubleshooting software issues and working with Salesforce or similar pla
• tforms.Strong analytical and problem-solving skills, with the ability to explain technical concepts to non-technical
• users.Excellent written and verbal communication skills; able to communicate clearly and empathetically with c
• lients.Attention to detail and a commitment to delivering high-quality s
• upport.Self-motivated, organized, and able to manage multiple prio

rities.
Interview

Process
Stage 1 - Call with a Talent acquisition Team member (30

minutes)Stage 2 - Call with Head of Solutions (30

minutes)Stage 3 - Activity/Exercise - 1 week

timelineStage 4 - Final call with Head of Solutions & Director of Client Services(45

minutes)
What's in i

• t for you
  Flexible working (Core working hours, Hybr
• id working)Performance based discretionary a
• nnual bonusLTIP (Long term ince
• ntive plan)Medical Insurance cover of
• INR 5 lakhsLife Insurance / Accid
• ental coverGratuity
• as per lawPF
• as per law18 days paid leave + 6 sick day leave
• (Annually)10 declared holidays
• (Annually)5 fully paid days of Selfie Time - for your own personal development, volunteering, charity
• events, etcQuarterly Team and company activities, So
• cial clubs.Continuous learning opportunities (Annual Training budgets, confe

rences etc)
This is a great opportunity to join a company that is leading the way for innovative and responsible identity verification. We're looking for people who can adapt to a fast-paced environment, as well as champion our brand and what we stand for. We value a positive attitude and people who have a collaborative, creative and transparent approach to solvi

ng problems.
AI Usage during the recrui

tment process
Please read our AI Usage in Recruitment policy to know more about how Yoti uses AI in the recruitment process and our stance on how candidates can use AI during the inte

rview process.
We believe in equa

l opportunities
It takes a diverse community of passionate, talented and committed people to build a simpler, more secure way of proving identity. We're an equal opportunity employer, so we welcome applications from people of all backgrounds, with differ

ent outlooks

andexperiences.We are proud to be a Disability Confident employer and we're committed to making our recruitment process as inclusive and accessible as possible. If you have a disability or long-term condition and need any adjustments or support during the application or interview process, please let us know — we'll do everything we can to support you and to enable you to bring your best self to our

hiring process.
Pre-

employment checks
If your application is successful please be aware that as part of our pre-employment checks, we will check identity and proof of education. If you have previously been employed elsewhere, we will also carry out - Employment, Credit an

d Database Checks.For more information about how we manage your data please read our Applica